Dead silence from FNB

On Tuesday, 1 September 2015, I gave notice to withdraw money from my 32 day savings account. Upon requesting that it be released in 22 days (willing to pay the penalty fee), I was informed that this is no longer allowed unless proof that it is an emergency is provided. I then raised a complaint/query through the online banking system to enquire as to why this is the case, as I have not received any communication in this regard and none of the pricing guides and T&C's I could access makes any reference to this, only that you can withdraw earlier than 32 days, but a penalty fee will apply. This is putting my financial planning/requirements at a strain now, as I require the money on a certain date. Upon submitting my query I received an automatic reply that I will receive feedback within 1 business day. This is now the 4th of September and after sending a follow up email yesterday, I have still not received ANY feedback from FNB!